Customer service & FAQ

FREQUENTLY ASKED QUESTIONS

On this page you will find the most frequently asked questions. Everything is neatly arranged

I have another question!

Which can. Please contact us by email, we will be happy to help you!

How does the shopping cart work?

The shopping cart is a storage place for products that you add to the shopping cart while shopping. If you put a product in the shopping cart, you will see the overview of the shopping cart. You can then choose to continue shopping or to order the products in the shopping cart. You can always remove products from the shopping cart. You can do this by clicking the cross next to the unwanted product in the shopping cart. If you want to go back to the shopping cart after continuing shopping, you can click on this at the top right (near the shopping cart).

How does the ordering procedure at RELTRA work?

Ordering products from RELTRA is very simple and works through a few steps.

What is the status of my order?

You will receive an e-mail from us if the status of your order changes. You can request the status of the order at any time by clicking on “Order status” in the top menu. If you then enter your zip code and order number, you will immediately see the status of your order.

What are the delivery times?

Once we have received your order, we try to process the order as quickly as possible. In principle, we have all products in stock and ship every day. If all ordered products are in stock, you will receive your order. In the unlikely event that products are no longer in stock, the delivery time will be slightly longer. The stock status is stated with all products. If you order more of a product than we have in stock, you will receive a notification in the shopping cart. The orders are handled by another transport company, unfortunately we have no control over this and can therefore not always GUARANTEE delivery.

Please watch your spam box, your emails may have arrived there.

Products

How big is product X?

For almost every product, the dimensions are stated as height x width x depth. The total length and possibly the diameter of the beads are stated with the necklaces.

I have a question about product X.

That is possible, we are happy to answer your question. It is easiest to click on the “Ask a question about this product” button next to the product in question, so that we immediately know which product the question is about.

Do you have more or larger photos of product X?

Most products contain several photos of the product. You can view this by clicking on the product image, an enlargement will open. On the left and right side of the magnification are arrows with which you can scroll to the next or previous photo. For some products we have included close-ups with the product images so that you get a better picture of the product. If all this is not enough, we can also send you a photo in high resolution. Unfortunately, we are forced to put our logo as a watermark through all photos to prevent third parties from using our photos.

What happens if an item is sold out?

In this case we will always contact you. In most cases, due to the good relationships with our suppliers, we have the products back in stock quickly. If a supplier no longer has a product in stock or has removed the product from the range, we will contact you immediately and look for a good solution. The same applies to the so-called “op=op” products.

IS ORDERING AT RELTRA SAFE?

We do everything we can to ensure that you can shop with us with peace of mind. For this we use, for example, a 2048bits SSL encryption so that all your data is sent encrypted to our server. To pay, we have direct links with iDeal, PayPal and AfterPay (so without intermediaries), they also encrypt the connection via SSL. In addition to these technical guarantees, our name and address are clearly stated on the website. You are welcome to visit us by appointment. Finally, all the reviews we receive from customers also speak for themselves.

How does the shopping cart work?

The shopping cart is a storage place for products that you add to the shopping cart while shopping. If you put a product in the shopping cart, you will see the overview of the shopping cart. You can then choose to continue shopping or to order the products in the shopping cart. You can always remove products from the shopping cart. You can do this by clicking the cross next to the unwanted product in the shopping cart. If you want to go back to the shopping cart after continuing shopping, you can click on this at the top right (near the shopping cart).

How does the order procedure at Reltra work?

Ordering products at Buddhashop is very simple and works through a few steps.

What is the status of my order?

You will receive an e-mail from us if the status of your order changes. You can request the status of the order at any time by   clicking on “Order status” in the top menu. If you then enter your zip code and order number, you will immediately see the status of your order.

PAY

Which payment methods do you accept?

When ordering via our site you can choose the following payment methods:

• Online payment via iDeal

• Pay afterwards via AfterPay-Klarna

• Online payment via PayPal

• Online payment via Mister Cash / Bancontact

• Prepayment via bank transfer

• Online payment via credit card

• Cash on pickup

You can choose one of these payment methods during the ordering process.

Online payment via iDeal

If you choose to pay via iDeal, you pay via the trusted internet banking of your own bank. iDeal is the easiest and safest way to pay online. As soon as the payment via iDeal has been successful, we will process your order immediately. More information about iDeal can be found  on the iDeal site . Payment via iDeal is unfortunately not possible for foreign customers.

Pay afterwards via AfterPay

AfterPay carries out the entire post-payment process for RELTRA. This means that you will receive a digital giro collection form from AfterPay via e-mail to pay for the order. You can pay at Buddhashop with a digital giro collection form up to an amount of EUR 200 if you pay via AfterPay for the first time. If you are already familiar with AfterPay, this amount will increase to EUR 2500 for the Netherlands and EUR 1000 for Belgium.

AfterPay carries out a data check to approve your request to pay by giro collection form. AfterPay applies a strict privacy policy as described in its  privacy statement . In the unlikely event that your request for payment by giro collection form is not authorized, you can of course pay for your order with another payment method.

You can always contact AfterPay if you have any questions. For more information, we refer you to the consumer section of the  AfterPay website.  Top of the form When paying afterwards via AfterPay. we ask EUR 1.95 as a contribution to the payment costs. It is not possible to pay for letterbox shipments via AfterPay. If you have a letterbox shipment and you still want to pay via AfterPay,  click here  to upgrade the shipment to parcel post.

Online payment via PayPal

If you choose to pay via PayPal, you pay through a direct, worldwide online payment service. By paying via PayPal you choose a fast, safe and reliable way to pay via your PayPal account, credit card or normal bank account. To pay via PayPal you need a free PayPal account. If you don’t have one yet, you can create one within minutes on the PayPal website. Because payment via PayPal is quite expensive for us, a surcharge of 3.4% is calculated over the total amount. More information about PayPal can be found on  the PayPal site .

Online payment via Mister Cash / Bancontact

Our Belgian customers can use Mister Cash to pay for their order safely and easily through their own bank.

Prepayment via bank transfer

If you choose to pay us by bank transfer, you transfer the total amount due, stating your order number, to our account number. It may take a few days for the payment to reach us. As soon as the payment has been received by us, we will process your order. Our complete bank details are as follows:

• IBAN number: NL72 RABO 0179947109

• Account Holder: Bharat Kings / RELTRA

• BIC/Swift Code: RABONL2U

• Bank name: Rabobank

• Country the Netherlands

Online payment via credit card

If you choose to pay by credit card, you can pay safely and easily using your Visa, Mastercard, V PAY or Maestsro credit card. As soon as the payment with your credit card has been successful, we will process your order immediately. Because payment by credit card is quite expensive for us, a surcharge of 2.8% is charged on the total amount.
Note:  We are an online store. So we don’t have a complete store with a pin device.

Are there any costs associated with paying at RELTRA?

The most common payment methods are free with us, see the list below:

• iDeal: Free

• AfterPay: EUR 0.95

• PayPal: 3.4% of the total amount

• Credit card: 2.8% of the total amount

• Bank transfer: Free

• Mister Cash: Free

• Cash on collection: Free

POSTAGE COSTS

We work with various carriers to ship orders. Letterbox mail and parcels are delivered by PostNL. Pallet shipments are processed by our pallet transporter.

We use the following shipping costs:

Shipping method: Shipping costs: Pick up Free letterbox post €8.95 Parcel post €8.95Pallet* €69.50 Letterbox post Belgium €6.95 Parcel post Belgium €10.95Pallet Belgium* €89.95 Letterbox post Germany €6.95Parcel post Germany €10.95 Pallet Germany*Price on request . Please note that prices may differ due to fuel surcharges and administration costs

Tip: When adding a product to the shopping cart, the cheapest shipping method is immediately shown.
Shipping costs are charged on the basis of the number of shipments required: For example, if two packages are needed to deliver your order, you will also pay parcel post twice.
* With these shipping methods, the order will be delivered by truck. We will contact you to arrange the delivery date in consultation. On the day of delivery, you can contact the carrier’s planning team from approximately 8 a.m. for an exact delivery time. You will receive the contact details in the confirmation email. Note: If the driver is at the door with the truck for pallet shipments, no one is at home and the order cannot be placed with the neighbors, the shipping costs for the second delivery will be charged again! PostNL will make 3 delivery attempts, after which the package can be picked up at the nearest post office.

CANCELLATION, RETURN AND WARRANTY

Can I cancel or change my order?

Of course that’s possible. If you want to cancel or change your order, you must let us know as soon as possible. If your order has not yet been sent, we will hold it with us and adjust or cancel the order. If the order has already been sent, we can no longer stop it. In that case, our 14-day ” Not good? Money back! ” guarantee applies and you can return the package to us at the post office yourself. The shipping costs for returning are for your own account.

What if a product is damaged during transport?

All products are manually checked for defects by us before sending. We try to pack the products in such a way that nothing happens to them during transport. Despite that, it can of course happen that a product is broken or damaged. In that case, please contact us within 2 days of receipt and we will see what we can do about this. It is useful for us if you immediately send a photo of the damaged product and your order number. In most cases we will ask you to return the damaged product and exchange it for a new one.

What if something isn’t right?

If you think something is wrong, you can first compare the products received with the invoice. If we have sent too many, too few or the wrong product, please contact us.

What if I disagree with something?

If you disagree with something, we would of course like to hear about it. You can send us an email or letter, the details are on our contact page, so we can look into the problem and hopefully solve it together. In the unlikely event that we cannot come to an agreement together, you as a consumer can submit a dispute to the European Disputes Committee via the ODR platform:  http://ec.europa.eu/consumers/odr/ .

Can I return products?

This is possible under certain conditions, for example if you want to use our 14-day “Not good? Money back!” guarantee. It is good to always inform us in advance if you are going to return something. If you do not do this, we may not know which customer / order the package belongs to, so that we cannot process the return properly. In addition, you must ensure that the packages are sufficiently stamped. Packages that are insufficiently stamped or cash on delivery are always refused by us. Finally, you are responsible for the return. If the package is lost or broken during transport, we cannot do anything about it. We therefore recommend that you return the product in the same packaging as you received it from us and keep your tracking code in a safe place.

Which address do I use for returns?

Return shipments can be sent to the following address:
Reltra
Paul Krugerlaan 194
2571HP The Hague,
the Netherlands
It is wise to also state your own address as the sender.

FOR FURTHER QUESTIONS EMAIL INFO@ RELTRA.COM